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Service Manager (with fluent German or French) Job

Job Title: Service Manager (with fluent German or French)
Job ID: 282326
Location: Hungary-Budapest
Full/Part Time: Full-Time
Regular/Temporary: Regular

Org Marketing Statement

Unisys is a worldwide information technology services and solutions company. We provide consulting, systems integration, outsourcing and infrastructure services, combined with powerful enterprise server technology. We specialize in helping clients use information to create efficient, secure business operations that allow them to achieve their business goals. Our consultants and industry experts work with clients to understand their business challenges and create greater visibility into critical linkages throughout their operations.

Unisys Global Services Hungary (UGSH) opened its Budapest office in January 2007 providing business process outsourcing and technical help desk services to its prestigious clients across Europe.

Day to Day Work

Service Manager (with fluent German or French)

Role Purpose:

The Service Manager works both in a pre and post-sales capacity. Responsible for the design and maintenance (in conjunction with other Unisys and client organizations) of comprehensive, cost-effective and deliverable Service Desk and Remote Infrastructure Management solutions which meet the needs of our clients. Remain aware of call volumes, performance and support issues, and essentially manage the relationship with the client(s). Ensure services (such as the complete outsourcing of the IT infrastructure management according to ITIL methodology) are being delivered to our clients in line with service level agreements.

Key Responsibilities/Outcomes:
- Ownership of transition between presales, implementation and production; close cooperation with the Account and Project managers and UGSH delivery teams (RCC)
- Participation in opportunity evaluation
- Monitoring status of delivery
- Pro-actively managing the implementation of services
- Gathering account information, transition to process documentation and provide the data to the established UGSH functions,
- Manage and document contracts, contribute to the definition of the project scope and validating contract offers
- Establishment of participation in conference calls, status meetings, face to face meetings with the customers, quality improvement initiatives with clients as well as sales and field operation resources
- Serve as client advocate, escalation point and follow up the escalations, and primary interface for client
- Delivery of presentations/demonstrations to client and client prospects
- Act as focal point for new or expanded client support requests (and suggest ideas for improvement)
- Recognize additional service opportunities
- Organize all project related operational activities
- Review client statistics - maintain awareness of client activities
- Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures.
- Travel as required
Key Qualifications:
- Higher level of education (college or university)
- At least3 years' experience in service management and people management in an IT services organization is a must
- Excellent verbal and written skills of English
- French or German language is an advantage
- Deep understanding of ITIL service management concepts
- ITIL certification in Service Level Management (advantage)
Job Specific Skills:
- Solid organizational and time-management skills
- Self-starting, self-motivating, self-learning work approach
- Ability to work with minimal supervision and affinity for team-based action planning;
- Stress resistant
- Ability to coordinate multiple, dissimilar activities simultaneously
- Ability to develop and maintain good working relationships with clients and internal work groups
- Ability to view real or potential problem areas and to provide resolution options
- Flexibility to work extended work schedules as required
- Aptitude for quick learning of technical and procedural topics
- Client-focused, resourceful, taking initiative, pro-active
- Results driven; analytical and a good negotiator
- Ability to manage expectations and delivery without direct reports in a matrix organization
- Professional communication skills
- Ability to delegate tasks & follow-up progress
- Escalation skills
- Ability to do trend analysis
- Understanding of project management principles & ability to apply them
- Understanding the concept Continuous Improvement & ability to apply these proactively

Closing Statement

In return, we offer a competitive compensation package and the exciting opportunity to be part of a rapidly growing international company. Successful applicants can look forward to challenging career prospects.

If you would like to join us, please register with your English CV on our website: Link megjelenítése or via mail E-mail cím megjelenítése and write the position's name into the subject field

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